Terms of Service

1. Definitions and scope

“Service Provider” means [LEGAL ENTITY NAME], and “Raptora” means its platform named Raptora AI Solution and the services related to it.

“Customer” means any individual, legal entity or organization using Raptora, and their authorized representatives.

“Agent” means an AI-based voice, text or automated interaction system configured by the Customer.

“Customer Data” means information the Customer enters into the platform, transmits through it, or that arises during calls and electronic communications.

These terms take effect from the date they are accepted electronically.

2. The service

Raptora may include the ability to create, configure and run agents; receive and place voice calls; connect phone numbers; configure voice connections; record calls and store recordings; convert speech to text; listen to calls live; summarize and analyze calls; and serve users through a chat widget embedded on a website.

Parts of the service may be provided through third-party telecommunications, cloud computing, speech-to-text, speech synthesis, language model and other infrastructure providers.

The structure, features, technical requirements and pricing of the service may change over time.

3. Account and authorized use

The Customer shall provide accurate and complete information when registering and update it whenever it changes.

The Customer is responsible for safeguarding its account, sign-in credentials, security keys and other secret information.

Actions taken through the Customer's account may be treated as the Customer's own, and the Customer shall notify Raptora immediately upon discovering unauthorized use.

A person registering on behalf of a legal entity confirms that they are authorized to bind that organization to these terms.

4. Phone numbers and voice connections

The Customer may connect to Raptora phone numbers and voice connection details that it owns or lawfully controls.

The Customer bears sole responsibility for ensuring that the numbers, voice connections, permissions and rights of use it supplies are lawful.

The Service Provider does not guarantee uninterrupted service where a mobile or other carrier's network is disrupted, number rights are revoked or a connection changes.

The Customer shall not use another party's number without permission, display a false number, or deliberately misrepresent the origin of a call.

5. Inbound calls

On inbound calls, the Customer's agent may interact with callers and take actions within the Customer's configuration, such as providing information, creating records, classifying and transferring to staff.

The Customer is solely responsible for the accuracy of information provided by the agent and for any decisions, promises, contracts, payment terms or other consequences arising from it.

Where the law requires a human to be involved, the Customer shall set its own rules for not using the agent or for handing over to a human.

6. Outbound calls

When placing outbound calls, the Customer is responsible for having the legal right to use the recipient's phone number and for meeting all consent, disclosure, marketing and consumer protection requirements.

Raptora does not treat consent required by law as having been obtained automatically from each recipient on the Customer's behalf.

Where a call is for advertising, sales, debt collection, service reminders or another specific purpose, the Customer shall comply with the laws and sector regulations that apply to that purpose.

If a recipient asks not to be called again, the Customer shall record the request and implement appropriate procedures to stop further calls.

7. AI disclosure

Depending on the law and the nature of the service, the Customer shall take steps to inform recipients that they are interacting with an AI agent and not a human.

Deliberately deceiving users into believing the agent is a real person, or using a real person's reputation or rights without permission, is prohibited.

The Customer shall accurately present the agent's name, the organization and the purpose of the call.

8. Recording, listening to and reviewing calls

At the Customer's option, Raptora may enable calls to be recorded, stored, transcribed, listened to in real time and reviewed afterwards.

Where the law requires notice or consent before a call is recorded or listened to, the Customer shall fulfil that obligation.

Where the Customer grants operators or other staff the right to listen to calls, the Customer manages their access rights, internal confidentiality and organizational discipline.

Raptora staff may access information through authorized procedures only to the extent strictly necessary to provide the service, investigate faults, ensure security or fulfil legal obligations.

9. Call transcription and analysis

Transcription, summarization, classification, sentiment detection, information extraction and similar outputs are generated automatically and may contain errors.

Because errors may occur in names, dates, amounts, account numbers, order numbers, payment details and the like, the Customer shall apply human review before important decisions.

Transcribed output shall not be used as the sole basis for decisions about contracts, payments, debts, employment, credit, health or other matters with serious consequences.

10. Chat widget service

Text, files, call requests, contact details and conversation history sent through a chat widget embedded on a website may be processed according to the Customer's settings and the operation of the service.

The Customer decides what information is collected, stored and transferred through the chat widget.

The Customer shall apply appropriate restrictions and escalation procedures for receiving content that is misleading, unlawful, harassing, threatening or infringes the rights of others.

11. Customer content and instructions

The Customer is responsible for the lawful origin and accuracy of agent instructions, knowledge bases, documents, call lists, internal procedures, FAQs and other information it provides.

The Customer shall arrange its agent instructions so that internal secrets, sign-in credentials, secret keys, passwords and security information are not included unnecessarily.

Where the Customer's instructions lead an agent to act incorrectly, dangerously or unlawfully, the Customer bears the consequences.

12. Malicious instructions and external attacks

Callers, web users, files and other sources may attempt to override the agent's core instructions, bypass safeguards or extract secret information.

The Customer is responsible for configuring agent safeguards appropriately, requiring human approval for high-risk actions and keeping tool permissions to the minimum necessary.

Raptora does not guarantee that it will detect and stop every kind of malicious instruction, deception or attempt without error.

The Customer agrees to bear sole responsibility for all consequences of agent security breaches and unauthorized actions caused by information entered by users.

13. Banking and payment information

For purposes such as invoice reminders and payment collection, information such as names, invoice numbers, amounts, due dates and the organization's bank account details may enter an agent's workflow.

However, using Raptora to collect passwords, one-time verification codes, online banking credentials, card security codes or similar secret information is prohibited.

Raptora is not a bank, payment institution or financial intermediary, and is not responsible for the Customer's legal basis for processing financial information or for sector-specific requirements.

For actions involving taking payment, the Customer shall use its own authorized payment channels and shall not transmit banking credentials to Raptora unnecessarily.

14. Voices and imitation of real people

When using speech synthesis, voice modification or voice imitation features, the Customer must have the legal right to use the voice concerned.

Copying a real person's voice without their consent, or using it to defraud, harm their reputation or mislead others, is prohibited.

The Customer is responsible for keeping records of the relevant rights, consents and contracts.

15. Personal data processing obligations

When information about the Customer's customers, employees or other persons is processed through Raptora, the Customer shall ensure the lawful purpose, legal basis, required consent and notices for that processing.

Where Raptora performs technical processing within the Customer's instructions, it may act as a data processor, and the Customer, as data controller, shall fulfil its own legal obligations.

If the data includes information specially protected by law, the Customer shall notify Raptora in advance and enter into any necessary additional agreement.

16. International data transfers

In the course of providing the service, some information may be transferred to cloud computing, speech-to-text, speech synthesis, language model and other providers located outside Mongolia.

The Customer shall, within its own operations, meet the legal requirements, consents and contractual bases for cross-border transfers of personal data.

Raptora imposes reasonable requirements on the data protection practices of its third-party providers within the scope of its service, but is not fully responsible for all activities of those third parties.

17. Deletion and retention of personal data

Retention periods depend on the purpose of the service, the Customer's settings, legal requirements, billing, dispute resolution and security needs.

When the service ends, the Customer may be able to export its stored data, after which it is deleted in accordance with the contract and applicable law.

Information needed for statutory retention obligations, litigation, security logs and similar purposes may be kept for the prescribed period.

18. Ownership of Customer Data

Rights to the documents, agent instructions, organizational information, call recordings, transcripts and other content supplied by the Customer remain with the Customer or with whoever granted the Customer those rights.

Raptora has a limited right to store, copy, process and transfer that information to the extent necessary to provide the service.

Raptora will not use Customer content to train general-purpose AI models without separate consent. It may, however, carry out processing necessary for service security, fault detection and the operation of the service.

19. Intellectual property

Rights to Raptora's software, models, infrastructure, architecture, design, marks, names, interfaces and core service technology belong to Raptora and its licensors.

The Customer is granted only a limited right to use the service within these terms.

The Customer shall not decompile, copy, redistribute without permission, or reverse engineer Raptora's software, models or internal service structure in order to build a competing service.

20. Third-party services

The service may depend on the infrastructure of telecommunications operators, voice providers, cloud providers, speech processing providers and other third parties.

Delays, changes in quality and network interruptions caused by third-party failures may be outside Raptora's control.

Raptora may change its third-party providers where necessary.

21. Prohibited use

Any fraud, spreading of false information, unlawful impersonation, intimidation, harassment, defamation, unlawful advertising, unauthorized mass calling, unlawful data collection, circumvention of data protection, or unauthorized access to others' accounts or devices is prohibited.

Using the service to unlawfully track or abuse children, for sexual exploitation, violence, discrimination, or to create a real risk to human life or health is prohibited.

Creating automated calling systems that attack, threaten or harass others at a user's request is prohibited.

22. Security measures

To ensure confidentiality, integrity and availability, Raptora may apply access control, logging, encryption, backups and other technical and organizational measures.

The Customer shall grant its employees, operators, developers and other users only the minimum permissions necessary.

If the Customer believes a security breach has occurred, it shall notify Raptora immediately.

23. Payment

Service prices, billing frequency, usage metrics and additional charges are set by the subscription terms, the price list or a separate agreement concluded by the Customer.

If payment is not made on time, Raptora may suspend parts of the service.

Refund terms are governed by the relevant subscription plan and any separate agreement.

24. Service continuity and warranties

Raptora makes reasonable efforts to keep the service reliable but does not guarantee that it will be uninterrupted, error-free or fully operational for any particular period.

Call connections, AI responses, transcripts, speech synthesis, summaries, classifications and other outputs may contain errors.

The Service Provider is not solely responsible for failures caused by natural disasters, war, power and communications outages, cloud infrastructure failures, decisions of competent authorities or other causes beyond Raptora's reasonable control.

25. Suspension and termination

Raptora may immediately suspend parts of the service for unlawful use, fraud, unauthorized calling, serious security risk, possible exposure of secret information, late payment, third-party demands or other grounds.

The agreement may be terminated for serious or repeated breaches or where required by law.

Suspension may take place without prior notice where necessary to protect other users, communications networks or the security of the service.

26. Indemnification

The Customer is responsible for, and to the extent permitted by law shall defend Raptora against, claims, damages, fines and costs arising from the Customer's unlawful calls, improper agents, unauthorized recording, unauthorized data processing, content infringing third-party rights, confidentiality breaches, intellectual property infringement or misuse of financial information.

The Customer shall itself confirm any promises, decisions, payment amounts and contract terms given to its customers as a result of its agents and automated actions.

27. Limitation of liability

Except where liability is mandatory under law, Raptora is not liable for lost profits, opportunities or goodwill, business interruption, data loss, or indirect and consequential damages.

To the maximum extent permitted by law, Raptora's total liability shall not exceed the service fees actually paid by the Customer to Raptora in the 12 months before the claim arose.

If the Customer has agreed a higher limit of liability in a separate agreement, the terms of that agreement prevail.

28. Confidentiality

Neither party shall disclose the other party's business, technical or personal confidential information other than for lawful purposes.

Where the Service Provider's employees or contractors need access to information, they access it only to the extent necessary and under appropriate safeguards.

Information may be disclosed in accordance with legal requirements, court decisions and lawful demands of competent authorities.

29. Changes

Raptora may update these terms to reflect changes in law, technical conditions, the service and security requirements.

Material changes will be announced on the website, by registered email, in the user dashboard or in other available ways.

Continued use of the service after a change takes effect may be deemed acceptance of that change, unless the law provides otherwise.

30. Governing law and dispute resolution

These terms are governed by the laws of Mongolia.

The parties shall first seek to resolve disputes by mutual agreement. Disputes that cannot be resolved by agreement shall be settled by the competent courts of Mongolia.

Where mandatory legal provisions require otherwise, those mandatory provisions prevail.

31. Miscellaneous

If any provision of these terms becomes invalid, the validity of the remaining provisions is not affected.

The Customer shall not assign its rights and obligations under this agreement in whole without Raptora's written consent. The Service Provider may transfer its rights and obligations in accordance with the law in the event of reorganization, asset transfer or a change in the structure of the service.

These terms, any related quotation, separate agreement and the Privacy Policy together form the basis of the agreement between the parties.

32. Contact

Notices relating to the service, privacy, data breaches and legal requests should be sent to [EMAIL], [ADDRESS], [PHONE].

For privacy requests, where possible include the purpose of the request, the related organization or account, the call, and any information that helps identify the data.

Appendix. Sources and legal basis

Law of Mongolia on Personal Data Protection

Personal data, consent, data controllers and processors, cross-border transfers, deletion, audio and video recording systems.

Law of Mongolia on Communications

Core regulation of communication services, their use and liability.

Law of Mongolia on Cybersecurity

Information security, and protection of confidentiality, integrity and availability.

Other applicable laws of Mongolia

E-commerce, consumer rights, intellectual property, tax, contracts, criminal and misdemeanour law, and sector-specific regulation for the relevant use.